Driving 10% engagement through a Worker-first approach.
Crafting a survey to benchmark the current experience for future improvements.
Project Summary
When I joined, an established design direction was set to be released across Healthcare, Hospitality, and Retail clients.
I quickly built trust by presenting research findings and introducing unconsidered use cases, which gained stakeholder buy-in and shifted the strategy to a more Worker-friendly approach that also met business needs.
Impact
Drove strategy to empower Worker agency.
Facilitated design re-evaluation
10% engagement (7% SaaS average)
Qualitative insights set the established design.
Three ideas were tested to learn about annoyance, disruptiveness, and discoverability.
In Feed
Banner
0% annoyance
66.7% discoverability
12.5% disruptive
Customized component
Advocating for those not in the room by highlighting potential issues.
Workers primarily use the app for essential tasks, like time management, managing PTO, and reviewing their pay. Workers primarily use the app for essential tasks, like time management, managing PTO, and reviewing their pay.
However, my review of the test results, recommendations, and understanding of the tech stack revealed the following concerns:
Balancing high discoverability with an acceptable level of annoyance and disruption.
I presented the issues and a "Stress case" to stakeholders. My goal was to help them understand the potential risks of going with the test recommendation.
I pointed out that by giving users the power of choice, we could meet the business need of discoverability and maximize survey participation.
Finalizing the design to improve accessibility, clarity, and transparency.
To complete the final UI, I worked with Content Design to use a conversational copy approach and collaborated with Accessibility (a11y) to ensure WCAG standards were met.
I also worked with Legal to try to simplify or remove the disclaimer, but due to the legal team's risk assessment, the copy remained as is.
An optimized design shipped for everyone.
After partnering with development for final polish, the survey was launched.
The design met the Workers' needs by removing unnecessary friction and promoting agency, and effectively met business needs by featuring a discoverable persistent banner, resulting in 10% engagement (7% SaaS avg.).
Third-party platform used for the actual survey.